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Complaints policy for the ADHD service

We want you to have the best possible experience when using our services. If something hasn’t gone well, we want to hear from you so we can put things right and learn for the future. 

If you have a complaint or concern about the service you have received from the ADHD service, please let us know. We operate a complaints procedure as part of the wider NHS complaints system.  

Talk to us first

Most problems can be sorted out quickly by speaking to a member of staff at the time. Please feel free to tell us what’s gone wrong, we’re here to help. 

How to complain 

If your concern cannot be resolved straight away, you can make a formal complaint. 

Please tell us as soon as you can so we can understand what happened and investigate properly. 

You can make a complaint: 

  • in writing by sending a letter to Healthcare Central London, 25 Chapel Street, London NW1 5DH 

We accept complaints from: 

  • the patient 
  • someone acting on the patient’s behalf (with their permission) 

If your complaint is on behalf of a child, please ensure you say this in your complaint. 

When should you make your complaint? 

It’s best to make your complaint within a few days or weeks of the issue. 

However, we can usually look into complaints made within 12 months of the event, or within 12 months of when you first became aware of the problem. 

If more time has passed, don’t worry, still contact us. We’ll let you know if we can investigate. 

What happens after you complain 

Here’s what you can expect: 

  • We will acknowledge your complaint and let you know what will happen next. 
  • We will look into the issue, which may include speaking to relevant staff or reviewing records. 
  • We will respond to you with what we found, what we learned, and what we are doing to improve. 

 We aim to resolve complaints as quickly as possible. 

Your information 

We take your privacy seriously. 

If someone complains on your behalf, we may need your permission before we can discuss your care with them. 

If your complaint is on behalf of a child, please ensure that this is communicated clearly in your complaint. 

If you’re not happy with the outcome

If you feel your complaint has not been resolved, you can ask for an internal review. 

We will explain how this works and help guide you through the next steps. 

For information about the NHS complaints procedure, visit NHS England » Feedback and complaints about NHS services 

You can also contact an independent complaints advocacy service called HealthWatch. Further information about HealthWatch can be found at Welcome to Healthwatch | Healthwatch 

If you are unhappy with the response you have been given, and want an independent review of the complaint, please write to: 

Health Service Ombudsman for England, Millbank Tower, Millbank, London SW1P 4QP.  

Alternatively you can contact NHS England at PO Box 16738, Redditch, B97 9PT or via phone at 0300 311 22 33  or an email at England.contactus@nhs.net